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Release Notes for ActaStor Release 2.5.2.1

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Table Of Contents

Release Notes for ActaStor Release 2.5.2.1

Contents

Introduction

Determining the Software Version

Upgrading the System Image

Upgrade from 2.5.1x to 2.5.2.1

Upgrade from 2.5.2.21 to 2.5.2..27

Settings up Windows Authentication

Distributing Licenses

Feature Table

New and Changed Features in ActaStor Release 2.5.2.1

Caveats in ActaStor Release 2.5.2.1

Resolved Caveats

Central Manager

CIFS

Data Server

Infrastructure

Open Caveats

Central Manager

Gateway

Preposition

Print Services

Replication Services

Related Documentation

Obtaining Documentation

Cisco.com

Product Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support & Documentation Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Release Notes for ActaStor Release 2.5.2.1


Released Date: June 30, 2005

Text Part Number: OL-6557-03

This document describes caveats for ActaStor Release 2.5.2.1.

Contents

This document includes the following information:

Introduction

Determining the Software Version

Upgrading the System Image

Distributing Licenses

Feature Table

Caveats in ActaStor Release 2.5.2.1

Related Documentation

Obtaining Documentation

Obtaining Technical Assistance

Obtaining Additional Publications and Information

Introduction

ActaStor software functionality offers distributed enterprises and organizations, with dozens or hundreds of branch offices, the benefits of centralized storage with local file services. ActaStor is a plug-and-play file caching solution that significantly improves how a company stores, protects, and manages the data accessed at the corporate network edge. The ActaStor software enables companies to consolidate servers and storage and centralize backup and disaster recovery processes. The end result is a significantly lower TCO (total cost of ownership), enhanced protection of branch office data with reduced administration, and low latency access across the WAN.

The Cisco Edge File Engines (FE) deployed at the branch offices present a cached view of centralized storage to local clients, providing fast, near-local LAN read and write access to the file system. At the data center, the core FE connects directly to one or more network attached storage (NAS) gateways or file servers, performing file requests on behalf of the remote edge FEs and the clients they represent. Central management and monitoring provided by the Central Manager allows the FE to be managed easily and remotely.

Determining the Software Version

To determine the software version currently running on ActaStor, open the Gateway Management GUI and select Gateway and then Utilities. You see the ActaStor version number.

Upgrading the System Image

This section contains the following sections:

Upgrade from 2.5.1x to 2.5.2.1

Upgrade from 2.5.2.21 to 2.5.2..27

Upgrade from 2.5.1x to 2.5.2.1

To upgrade ActaStor build 2.5.1x to 2.5.2.1, follow these steps:


Step 1 Download the upgrade packages from the Cisco Software Center website at http://www.cisco.com/pcgi-bin/tablebuild.pl/fe2.5-3des. Required packages are:

ACTONA-ACTASTOR-MIB-252.txt (ActaStor MIB file for SNMP manager)

ActaStor-docs-2.5-4.i386.rpm (ActaStor online help upgrade to 2.5)

samba-3.0.9-ac5.i386.rpm (Samba server packages, needed for print services only)

samba-client-3.0.9-ac5.i386.rpm

samba-common-3.0.9-ac5.i386.rpm

ActaStor2.5-2.21e-ES3-disc1-K9.iso

krb5-libs-1.3.5-ac4.2.i386-K9.rpm

openssh-3.9p1-1ac1.i386-K9.rpm

openssh-clients-3.9p1-1ac1.i386-K9.rpm

openssh-server-3.9p1-1ac1.i386-K9.rpm

rsync-2.6.3-1.i386-K9.rpm

ActaStor-2.5-2.27.i386-K9.rpm (This can be found at the following link: http://www.cisco.com/pcgi-bin/tablebuild.pl/fe2.5-3des)

Step 2 Upload the packages to ActaStor using an SCP (Secure Copy) or SFTP (Secure FTP) client (such as WinSCP).

Step 3 Enter the service actastor stop command to stop ActaStor services.

Step 4 Enter the rpm -Uhv ActaStor-2.5-2.27.i386-K9.rpm ActaStor-docs-2.5-4.i386.rpm command to upgrade to the ActaStor specific packages.

Step 5 Enter the service actastor start command to start ActaStor services.

Step 6 Verify installation by opening a browser to the gateway's manager.

Step 7 Verify and edit the Connectivity directive to update the "WAN Utilization" tab and distribute.

Step 8 (Optional) Compile and install the downloaded MIB file in the Enterprise Management System (EMS).


Upgrade from 2.5.2.21 to 2.5.2..27

For customers upgrading from ActaStor build 2.5.2.21 to 2.5.2.27, follow these steps:


Step 1 Download the upgrade packages from the Cisco Software Center website at http://www.cisco.com/pcgi-bin/tablebuild.pl/fe2.5-3des. Required file is:

ActaStor-2.5-2.27.i386-K9.rpm

Step 2 Upload the package to ActaStor using SCP (Secure Copy) or SFTP (Secure FTP) client (such as WinSCP).

Step 3 Enter the service actastor stop command to stop ActaStor services.

Step 4 Enter the rpm -Uvh ActaStor-2.5-2.27.i386-K9.rpm command to upgrade to the ActaStor specific package.

Step 5 Enter the service actastor start command to start ActaStor services.

Step 6 Verify installation by opening a browser to the gateway's manager.


Settings up Windows Authentication

If you have installed the latest security patches for your Windows 2000 (with SP4) domain controllers, do the following to add a required setting to the file engine:


Step 1 Log on to the File Engine.

Step 2 Change directory to /etc/samba.

Step 3 Open the smb.conf file in a text editor and edit the global section to add the following line:

client schannel = no, write and quit.

Step 4 Run service winbind restart.

Step 5 Run wbinfo --sequence.

Step 6 Display the sequence number of the domain in which you are registered.

wafs30-edge# win diag wbinfo "--sequence"

Step 7 Make sure the domain that you are registered in has a sequence number greater than -1 and does not display DISCONNECTED. The following example uses the domain tree1.bxb-esc.com:

[root@xp-FE1 root]# wbinfo --sequence 
AC-XP-PRT-SVR : 1 
BUILTIN : 1 
TREE1 : 82 
BXB-ESC : 411 
[root@xp-FE1 root]# 


Distributing Licenses

A license key file is on the CD-ROM included in the accessory kit shipped to you with the system. To distribute licenses, follow these steps:


Step 1 Click the License button in the Gateway window. You see the License Installation dialog box.

Step 2 Click the Browse button to browse the directory tree and select the license key file (for example, actonavfn.lic). License properties, such as expiration date and licensed components, can be seen in this window once a license file is loaded.

Step 3 Distribute the license by checking the gateway names and clicking the Install License button. You see a Distribution Status window that provides you with the status of this operation.



Note If the licensing distribution process fails, verify that all pop-up blockers are disabled. Refer to the ActaStor User's Guide for troubleshooting information. You can also contact the File Engine support team using the following e-mail alias: tac@cisco.com.


Feature Table

lists the software features supported by the ActaStor software.

Features Supported by ActaStor 

Features
Introduced in This Release

Policy-based replication

ActaStor Release 2.5

Print services

ActaStor Release 2.5

File blocking

ActaStor Release 2.5.1

Network monitoring

ActaStor Release 2.5.1

WAN QoS

ActaStor Release 2.5.2

Performance optimizations

ActaStor Release 2.5.2

CSO performance optimization

ActaStor Release 2.5.2

8.3/DOS name support

ActaStor Release 2.5.2

Prioritized transport

ActaStor Release 2.5.2

Updated OS components

ActaStor Release 2.5.2

NTLM v2 and LM v2

ActaStor Release 2.5.2

Improved print services setup

ActaStor Release 2.5.2

Notification of duplex issues in the network status screen

ActaStor Release 2.5.2



Note For WinXP SP2, you cannot delete blocked files because they issue Open and Rename and Open is blocked.


New and Changed Features in ActaStor Release 2.5.2.1

This section lists new features that are supported by ActaStor Release 2.5.2.1.

Client Single Open (CSO) Performance Optimization

A single user open operation (for example, opening a Microsoft Office document) often results in multiple CIFS protocol level opens (and hence roundtrips). The CSO feature performs the first open across the WAN to validate sharing and authorization. Then, any subsequent opens are performed locally.

8.3/DOS Name Support

This release provides full support for both long and short file names. Short file names (for example, 8.3 or DOS filenames) are required by some applications.

Prioritized Transport

Changes in the ActaStor application and transport level can provide a better balance between control and data operations. This typically yields better interactive user experience.

Updated OS Components

This release includes updated versions of the following:

RSYNC 2.6.3

OPENSSH 3.9p1

Samba 3.0.9

Kerberos 1.3.1

To Upgrade to RSYNC 2.6.3:

Install the rsync-2.6.3-1.i386.rpm file on the gateway and run the following command:

> rpm -Uvh rsync-2.6.3-1.i386-K9.rpm

To Upgrade to OPENSSH 3.9pl:

Install the following files:
openssh-3.9p1-1ac1.i386.rpm
openssh-clients-3.9p1-1ac1.i386.rpm
openssh-server-3.9p1-1ac1.i386.rpm

Run the following command:

> rpm -Uvh openssh-*

The new Samba version solves the following issue:

WAFS Edge Print Server cannot map SID to Name if you have 10,000 users.

To Upgrade to Samba 3.0.9:

Run the following command:
> rpm -Uvh samba-*


Note If an rpm is not installed, run the rpm -ihv utility to upgrade to the required rpm.


To Upgrade to Kerberos 1.3.1:

This release includes a Kerberos upgrade if you cannot authenticate using Win200* DC:

Install Kerberos >=1.3.1
> rpm -Uvh krb5-libs-1.3.5-ac4.2.i386-K9.rpm

Install Samba >=3.0.9


Note If you choose Kerberos authentication, repeat the domain registration to gain the Kerberos ticket. Once domain registration is completed successfully, restart the print server.


Network Interface

An error message is displayed if the network interface does not provide a 100-FD (full-duplex) link.

NTLM v2 and LM v2

NTLM v2 and LM v2 are supported for pre-position and site map.

To implement NTLM v2 and LM v2:

The security is configured in Expert > Tx > CifsAuthentication.

The default configuration is to use LM v2 and NTLM v1. First use LM v2 and if the server rejects it, use NTLM v1. NTLM v2 is disabled by default (LM v2 should be enough); however, NTLM v2 can be enabled in Expert mode.


Note If you are using NTLM v2 authentication in Print Services, the authenticating client (Windows machine) has to enter a username (DOMAIN username) and password. NTLM v2 uses an algorithm that is case sensitive. Make sure you type the domain name in uppercase letters; otherwise, the authentication fails.


Caveats in ActaStor Release 2.5.2.1

Table 1 lists the caveats resolved for ActaStor Release 2.5.2.1. Each caveat is listed in detail in the Resolved Caveats section.

Table 1 ActaStor Release 2.5.2.1 Resolved Caveats

DDTS Number
Software Release (Resolved)
2.5.2.1

Severity 3

CSCeh76379

R

CSCeh76308

R

CSCeg70053

R

CSCuk58908

R

CSCuk57674

R

CSCuk57565

R

CSCuk58323

R

CSCei14347

R

CSCeh47278

R

CSCac02947

R

CSCuk58927

R


Resolved Caveats

Central Manager

CSCeh76379

Symptom: The Edge FE configuration gets deleted after distribution from the Central Manager.

Condition: When the Edge FE groups and Core FE clusters are configured and the distribute function is performed from the Central Manager.

Workaround: Use the Distribute All function from the Central Manager >Operations tab.

CSCeh76308

Symptom: FE liveness problem. The GUI displays a red checkmark.

Workaround: None.

CSCeg70053

Symptom: Problems in Central Manager when adding or removing a user.

Workaround: None.

CSCuk58908

Symptom: There is a broken image link in the policy definition window of the Central Manager.

Workaround: None.

CIFS

CSCuk57674

Symptom: There are some random and unexplained Edge FE restarts.

Condition: The restart usually occurs when the Edge FE is heavily loaded.

Workaround: Disabling CSO may reduce the problem, but not eliminate it.

CSCuk57565

Symptom: The Rx.internal.log contains an index out of bounds exception during the NT_CREATE_INDX processing.

Workaround: None.

CSCuk58323

Symptom: An out of memory exception occurred in the Edge FE.

Workaround: None.

Data Server

CSCei14347

Symptom: Site has a network outage for some reason; the switch could be offline for an upgrade or there could be a network problem. All other network devices in the location come back on-line, except the WAFS device, FE-511 running 2.5.2 build 21. When you go to the GUI interface, the Edge FE has a green checkmark but you are unable to browse through the server and see the alias/sharename or shared devices.

Workaround: Go to the GUI, Gateway > Control > Components, select the Edge FE and click Restart. The device restarts and is functional.

Infrastructure

CSCeh47278

Symptom: The Core FE dumps and reboots every five minutes.

Workaround: None

CSCac02947

Symptom: The open file descriptor defaults to 1024 per process; it should be higher.

Workaround: None.

CSCuk58927

Symptom: During stress testing, the Tx inflator flows the log and crashes the system.

Workaround: None.

Open Caveats

Table 2 lists the caveats opened for ActaStor Release 2.5.2.1 or earlier. Each caveat is listed in detail in the Open Caveats section.

Table 2 ActaStor Release 2.5.2.1 Open Caveats

DDTS Number
Software Release (Open)
2.5.2.1 or earlier

Severity 3

CSCac00611

O

CSCac01374

O

CSCeg62235

O

CSCeg57487

O

CSCei37041

O

CSCei37021

O

CSCac01906

O

CSCac03056

O

CSCac03009

O

CSCac01742

O

CSCac01825

O

CSCac02461

O

CSCeg63117

O

CSCeg64038

O

CSCac02050

O

CSCuk55563

O

CSCuk55592

O

CSCuk59007

O

CSCeg82011

O

CSCeg65014

O

CSCac02679

O

CSCuk56168

O

CSCeh22424

O


Central Manager

CSCac00611

Symptom: Site map is limited to displaying share names of 12 characters or fewer because of system limitations.

Workaround: None.

CSCac01374

Symptom: When starting or restarting the edge server and the core server on the same gateway without waiting long enough, only the latter component starts.

Workaround: Wait until the first component returns a green check mark, and then start the second one.

CSCeg62235

Symptom: Null pointer exception occurs for all pages except Gateway > Control.

Workaround: Close the current browser and open a new instance of the browser.

CSCeg57487

Symptom: When you download a log file from the Central Manager, you see a pop-up window with the following options: Open, Save, and Cancel. If you select Open, you see another pop-up window that lets you create a file. At this point, irrespective of the option you choose, the log file cannot be acquired.

Workaround: Select Save at the first pop-up window.

CSCei37041

Symptom: An exception occurred while distributing Preposition/Coherency policies.

Condition: When the Core FE version is lower than the Central Manager's version, an exception occurs.

Workaround: Redistribute from the Gateway page.

CSCei37021

Symptom: Site map does not work when the Core FE version is lower than the Central Manager's version.

Workaround: Enter the root directory manually instead of using site map.

Gateway

CSCac01906

Symptom: When working with Win98 applications (Word, Excel, PowerPoint), the performance of these applications is lower than it would be with Windows 2000 or Windows XP.

Workaround: None.

CSCac03056

Symptom: You can concurrently open the same Word doc from an NT client and an XP client without any warning messages.

Workaround: None.

CSCac03009

Symptom: Wrong calculation of the file sizes of cached files.

Workaround: None.

CSCac01742

Symptom: Because of an incorrect function, synchronization fails on one of the files when you first synchronize offline folders.

Workaround: Close synchronization and try again.

CSCac01825

Symptom: Pre-position does not fetch files with Unicode or enhanced names.

Workaround: None.

CSCac02461

Symptom: From Win98 and Win95 clients, File Manager (winfile) cannot access mapped cache drives.

Workaround: None.

CSCeg63117

Symptom: Although the recurse into subdirectories option was checked and the final status was "finished successfully," subfolders were not pre-positioned in certain scenarios.

Workaround: Delete the directive and re-create it; make sure that you have selected the recurse into subdirectories option. Then publish the directive to corresponding edges.

CSCeg64038

Symptom: When core FE failover occurs, a Remote Procedure Call (RPC) exception is found.

Workaround: None.

CSCac02050

Symptom: An exception error is thrown in the core server when a task is terminated by the user.

Workaround: None.

CSCuk55563

Symptom: The transport session gets stuck when trying to connect through a blocked port.

Workaround: Unblock the port or change the system to work over an unblocked port.

CSCuk55592

Symptom: CompressionLevel is being overridden by Central Manager distribution.

Condition: Changing the CompressionLevel in the expert mode of an FE and performing a distribution afterwards.

Workaround: Change the CompressionLevel directly in the Central Manager Database. An administrator can enter the MySQL application and perform the following SQL command:

update connection set compressionLevel='0'

where connection_ID='<selected connection>.'

Preposition

CSCuk59007

Symptom: A preposition task is terminated if the Edge Server is restarted during the task execution.

Condition: Edge Server is restarted while the preposition task is executing.

Workaround: Rerun the preposition task.

Print Services

CSCeg82011

Symptom: When you print using the ActaStor Print Services version 2.5.1(13), print jobs may remain in Windows print queue window even though the print job completed successfully.

Workaround: None.

Replication Services

CSCeg65014

Symptom: Replication task status is not available in Central Manager.

Workaround: Get the task status from EdgeServer.

CSCac02679

Symptom: Restarting of Replication Services sets previously inactive tasks to be active.

Workaround: None.

CSCuk56168

Symptom: You cannot replicate to or from hidden shares.

Workaround: None.

CSCeh22424

Symptom: Replication fails after an RPM upgrade from ActaStor version 2.5.1 to 2.5.2.1. This happens because the autofs service continues to run even after the RPM is upgraded, and version 2.5.2.1 does not use the autofs service for replication directives.

Workaround: Login to the Core and Edge FEs that are being set up for replication through the SSH and disable the autofs service using the following command:

service autofs stop

Remove the autofs service from the startup procedure by using the following command:

chkconfig --level 345 autofs off

The chkconfig command ensures that the service does not activate again after a reboot.

Related Documentation

Refer to the following documents for more information about ActaStor:

Quick Installation Guide for ActaStor Software 2.5

ActaStor User's Guide

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Product Documentation DVD

Cisco documentation and additional literature are available in the Product Documentation DVD package, which may have shipped with your product. The Product Documentation DVD is updated regularly and may be more current than printed documentation.

The Product Documentation DVD is a comprehensive library of technical product documentation on portable media. The DVD enables you to access multiple versions of hardware and software installation, configuration, and command guides for Cisco products and to view technical documentation in HTML. With the DVD, you have access to the same documentation that is found on the Cisco website without being connected to the Internet. Certain products also have .pdf versions of the documentation available.

The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace.

Cisco Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

Cisco Marketplace:

http://www.cisco.com/go/marketplace/

Ordering Documentation

Beginning June 30, 2005, registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:

http://www.cisco.com/go/marketplace/

Cisco will continue to support documentation orders using the Ordering tool:

Registered Cisco.com users (Cisco direct customers) can order documentation from the Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

Instructions for ordering documentation using the Ordering tool are at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 1 800 553-NETS (6387).

Documentation Feedback

You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com.

You can send comments about Cisco documentation to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

From this site, you can perform these tasks:

Report security vulnerabilities in Cisco products.

Obtain assistance with security incidents that involve Cisco products.

Register to receive security information from Cisco.

A current list of security advisories and notices for Cisco products is available at this URL:

http://www.cisco.com/go/psirt

If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:

http://www.cisco.com/en/US/products/products_psirt_rss_feed.html

Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT:

Emergencies — security-alert@cisco.com

An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.

Nonemergencies — psirt@cisco.com

In an emergency, you can also reach PSIRT by telephone:

1 877 228-7302

1 408 525-6532


Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x.

Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.htm

The link on this page has the current PGP key ID in use.


Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.

Cisco Technical Support & Documentation Website

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http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do


Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.


Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—Your network is "down," or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:

http://www.cisco.com/go/marketplace/

Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:

http://www.ciscopress.com

Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/packet

iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:

http://www.cisco.com/go/iqmagazine

or view the digital edition at this URL:

http://ciscoiq.texterity.com/ciscoiq/sample/

Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:

http://www.cisco.com/en/US/products/index.html

Networking Professionals Connection is an interactive website for networking professionals to share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:

http://www.cisco.com/discuss/networking

World-class networking training is available from Cisco. You can view current offerings at this URL:

http://www.cisco.com/en/US/learning/index.html